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KPIs are quantifiable measurements that reflect the critical success factors of a business.
Outputs
CLIENTS
BUSINESS SYSTEMS
Client Satisfaction Questionnaires, Customers Service, Client Retention %, Percentage of referring Clients etc.
Inputs
Internal Business Systems and processes, Policy & Procedures, How To & QA Manuals; Costs; Timeliness; Rework %; Returns
RESOURCES
Human Resources, IT Resources, Plant and Equipment, Working Capital; Employee Satisfaction; Knowledge and Skills
Goals
Improve customer satisfaction
Drivers
Decrease lead time Deliver on time
Measurements
Average Lead Time % deliveries on time Number Cycle Time Average of Complaints # of Defects; % Rework Output per employee Average Unit costs Growth Rate in Sales Market Share % of sales from new ROI products and services Time from design to implementation
Internal Business
Financial
Increase ROI of new Increase sales products and services Reduce development time
Provision of secure employment Provision of enjoyable happy work environment, thats aligned with corporate values Provide career and professional development opportunities Provide succession and exit plan for existing shareholders Provide capital growth in asset and return on investment through dividend streams
Shareholders
Identify Gaps
Sales 1 Sales 2 Sales 3 Total Sales Cost 1 Cost 2 Cost 3 Total COGS Gross Profit Gross Margin Sales & Mktg. Admnin. Other 1 Other 2 Facilities Total costs EBITDA(Op.Inc) Op. Margin Interest/Dep/Amort Net Profit FTE 1 FTE 2 FTE Total Inventory Inventory Turover Back Orders Accts Rec Av Coll. Days Quality Meas.1 Quality Meas.2 Production Meas. 1 Production Meas.2 New Customers Total Customers Forecast this month Work in Progress Project 1 Projects Status Budget and Delivery
Work in Process Labour Hours Overtime Cycle Time Downtime Maintenance Costs
Number of Complaints Value of Customer Complaints # orders failed before delivery # Orders not delivered on time
Core Values
Customer focus Innovation
Quality of Outputs